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These FAQ’s only apply to our Shop from Crisis Online charity shop

When will my product arrive?

We aim to dispatch all orders within 3-4 working days however during busy periods this time frame may be extended.  

All goods are sent by Royal Mail 48 tracked delivery. Once the item has been dispatched this can take 4-6 working days. You will receive a notification once your item has been dispatched if a valid email address is provided at checkout.

Can you deliver my product internationally?

We are currently unable to deliver our products to addresses outside of the UK or UK offshore territories. We can deliver to the Channel Islands and Isle of Man.

My product hasn’t arrived?

Once we receive your order it should arrive to you within 10 working days. If you have not received your order after this time (allowing a couple of days for delays in postal services at this time) please contact us. To contact us please email our support team via We aim to respond to all emails within 2 working days.

There is something wrong with my product

We hope that you receive your product exactly as it is supposed to be, however if your product is damaged, faulty or not as described when received, please email our support team via Please contact us via the email address within 14 days of receiving the product.

Do you supply a replacement for faulty items?

As the majority of our products are second hand there is usually only one of each product available on the website, this is indicated on the website when purchasing the product. Therefore unless there is more than one item available of the product we cannot replace any faulty or damages items, only a refund can be issued. Please contact our support team via for further queries about this.

Can I return an item in-store?

No, all items purchased from the Crisis online shop must be returned to the online shop only as per the instructions on the returns form in your package.

I've changed my mind about my order?

We hope you love the products you bought however if you change your mind you have 14 days to return the item(s) (Please note, due to hygiene reasons we cannot accept returns/refunds on our earrings).

Please return your items in the original packaging, clean, undamaged and in a resaleable condition and use the visit the link as instructed on the delivery note.

If you wish to cancel your order and your items have not yet been received, you should get in touch with us by emailing our support team via We aim to respond to all emails within 2 working days.


Items brought from our Crisis Branded Merchandise range are custom made to order and are not refundable, this does not affect your statutory rights.

Please also read our Terms and Conditions for further details

How do I get in touch with you?

If you have any questions or issues with your items, you can get in touch with us by emailing our support team via We aim to respond to all emails within 2 working days.

Feedback & complaints

We hope you enjoy the service and products you receive. If you are not fully satisfied, or wish to leave us feedback, please get in contact with us at:

Where does the money go?

When you buy a product from Shop from Crisis online you’re supporting Crisis’ vital work to end homelessness. Proceeds will be distributed across Crisis' work and used where it’s most needed to support people experiencing homelessness